Experience Investigators

APRIL 27, 2021

How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. It can feel daunting to try to actually improve the customer experience when there are real challenges to overcome.

Customer Experience 105

Customer Experience Invoicing Customer Journey Map CX 105

Customers That Stick

NOVEMBER 13, 2014

I am a Customer Experience and Contact Center Manager with over 15 years of contact center experience. Customer Service > Customer Experience. Tell Us More About Yourself… What was your first job and what did you learn about customer service in it? Meet Sean Hawkins! Paper < Plastic.

Customer Experience 137

Customer Experience Contact Center Sports Social Media 137

Customer Think

AUGUST 20, 2021

B2B voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons to B2C trends. Let’s look at a sports analogy for enlightenment. So, what does it mean?

Voice of the Customer 137

Voice of the Customer B2B Sports B2C 137

Steven Van Belleghem

DECEMBER 6, 2021

When customers do purchase the NFT, they are more likely to feel more connect to the brand and become a fan an advocate. Sydney Brouwer, Author & Keynote Speaker on Customer Experience & Customer-Centricity: The rising value of the customer service hero.

CX 123

CX Customer Experience Non-Profits Social Media 123

Beyond Philosophy

NOVEMBER 7, 2016

They have each partnered with a sports franchise in a brilliant play to boost the emotional engagement with the team’s fans. Happy memories are essential to your Customer Experience. Our 7th Imperative is: Realize that the only way to build customer loyalty is through customers’ memories.

Sports 167

Sports Transportation Gaming Customer Loyalty 167

Beyond Philosophy

MAY 25, 2018

You might expect to be rewarded for this long-term loyalty. and asked them to remove sports from our subscription. But even without the sports, our bill was going to be £50 a month. Loyalty and trust are more than just a transaction. Has Apple Lost Touch with its Customers? Yet it seems just the opposite.

Sports 133

Sports Customer Loyalty Customer Experience 133

Steven Van Belleghem

DECEMBER 6, 2020

McDonald’s too has staged a week of free events aimed at giving consumers “a little lift” following the ongoing cancellation of sporting and entertainment venues due to Covid-19 in October of this year. According to Harvard Business Review, “When companies connect with customers’ emotions, the payoff can be huge.”

E-commerce 98

E-commerce Customer Experience Social Media Entertainment 98

Customer Think

SEPTEMBER 16, 2023

As one of the titans in the sports industry, Nike deeply understands how to create an extraordinary customer experience to connect with its consumers on an exceptionally personal level.

Sports 49

Sports CX Customer Experience Customer Loyalty 49

ClearAction

OCTOBER 2, 2017

Customer Experience Professionals’ Essential Toolkit optimizecx. Customer experience tools are just as important to success as a carpenter’s tools are. Likewise, customer experience professionals need to master basic customer experience tools to get the job done. Then say it.

Customer Experience 78

Customer Experience Voice of the Customer Customer Journey Map Sports 78

1 to 1

DECEMBER 31, 2014

As news outlets and blogs publish their lists of the good, bad, and ugly for everything from movies, songs, YouTube videos, celebrity couples, technologies, and sports moments, to tweets, Instagram posts, hacks, images, selfies, advertisements, and so on, I''m joining in with my lists of cheers and jeers in the customer experience world.

Customer Experience 51

Customer Experience Sports Customer Loyalty Technology 51

Fonolo

JULY 5, 2023

Hospitality firms (think Disney or Ritz-Carlton) are masters at turning mundane customer service encounters into memorable experiences that nurture customer loyalty. And if you want your employees to help you improve customer perception of your brand, you have to start with them. Inconsistency will breed distrust.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

SurveySensum

DECEMBER 26, 2023

#CXQOTD Great Customer Service Can Create Opportunities to Upsell Sean B Hawkins echoes the sentiment, emphasizing that good service can lead to upselling opportunities and foster customer loyalty. A good product reduces the chances of customer outreach, but good service can garner loyalty and good experiences.

Customer Service 52

Customer Service Customer Loyalty Sports Social Media 52

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? Probably not.

CX 129

CX Customer Experience Education Machine Learning 129

CX Accelerator

DECEMBER 5, 2017

Consider this quote from Kevin Kruse- “Data is clear that friendship is more important than pay or benefits, and strongly correlates to productivity, safety, customer loyalty and profitability.” Friendships are the most essential element to a meaningful work experience! Why do you expect your team to show up?

Customer Service 140

Customer Service Outlook Contact Center Sports 140

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

CSAT.AI

AUGUST 3, 2022

This dedication to quality paid off over time with customer loyalty that has helped expand their product. . Lego doesn’t just have customers, they have collectors and even competitors. They have inspired the world so much that what started as a children’s building toy has evolved into an international adult sporting competition.

Entertainment 102

Entertainment Sports Innovation Gaming 102

ClearAction

OCTOBER 1, 2018

The Future of Customer Experience Calls Urgently for a Significant Shift Lynn Hunsaker. The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. Faulty CXM Trajectory.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

Shep Hyken

SEPTEMBER 22, 2021

Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , which by the way, is finally out.

Sports 94

Sports Finance Customer Service Sales 94

The Customer Service Blog

JULY 29, 2022

The subject of Customer Loyalty (and in particular the different types of loyalty) is my own personal specialist subject. The customer is then less likely to be swayed by changes in price, or other external factors that you have no control over. Loyalty, in these instances, means that, despite their (or my!)

Sports 52

Sports Customer Loyalty Customer Retention Gaming 52

Lumoa

JUNE 14, 2023

Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space. Clearly, NPS occupies a special place in customer experience stardom, sitting atop the throne with its crown of glory firmly affixed. Netflix.

NPS 83

NPS Sentiment Analysis Start-ups Net Promoter Score 83

Execs In The Know

APRIL 14, 2022

As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022). Customer loyalty has to be earned, now more than ever, making your CX a prime differentiator. An investment in the employee experience is an investment in the customer experience.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Zendesk

AUGUST 22, 2023

Businesses also need to deliver a great experience if they want to impress customers. According to the Zendesk Customer Experience Trends Report , 73 percent of customers will leave for a competitor after multiple bad experiences. Product-market fit definition Why is product-market fit important?

Net Promoter Score 52

Net Promoter Score Sports Social Media Finance 52

Beyond Philosophy

JUNE 4, 2015

Depending on the need of the Customer in front of them, they can use the appropriate channel to make a helpful, effective, and pleasant experience for Customers. DICK’S Sporting Goods use technology to their advantage. Mobile Experience: Harness the Power of Your Mobile Channel to Increase Traffic in Retail Stores.

E-commerce 141

E-commerce Sports Retail Omnichannel 141

Steven Van Belleghem

FEBRUARY 23, 2022

Though that concept may be more complex than it first seems – timing is everything and sometimes being too soon can be a disadvantage too – I believe that in this case it will pay off to start experimenting with CX and marketing in the metaverse. Experimenting will allow you to really grasp what the real possibilities are.

Gaming 130

Gaming Start-ups Sports Social Media 130

Beyond Philosophy

MARCH 29, 2018

It also demonstrates that the airline doesn’t care a wit about the Customer Experience, but that is not the concept we are discussing at the moment.). So, what does this have to do with your Customer Experience? If you liked this article, you might also enjoy these: Revolutionary Thinking on Customer Loyalty.

Non-Profits 97

Non-Profits Sports Start-ups Customer Loyalty 97

Fonolo

MAY 16, 2018

In any industry, sport, or even a good game of poker, success hinges upon a confluence of many factors: Skill, experience, and favorable timing all shape the path towards becoming a champion. Players in the customer service (CS) game know this better than most. Leadership Leads.

Customer Service 90

Customer Service Contact Center Sports Social Media 90

Beyond Philosophy

OCTOBER 3, 2014

In doing so, the Royal Yacht Britannia team has thought through every aspect of the visit to create an excellent Customer Experience. Downie explained that this was the result of recognising that Customer Service is only the final action in what has to be a much more strategic focus on the whole Customer Experience. “If

CEM 154

CEM Sports Social Media Customer Loyalty 154

Zendesk

OCTOBER 13, 2023

The most successful sports teams have reliable playbooks—which use tested strategies to improve a team’s chances for success—that coaches and athletes can reference for nearly every situation. So too can businesses create their own playbook and implement it into their customer success strategy.

Touchpoint 52

Touchpoint Customer Journey Map Sports Construction 52

Beyond Philosophy

SEPTEMBER 19, 2017

Asking strategic questions helps you understand your Customer Experience (CX), determine a focus for your efforts, and deliver a successful CX outcome. The question is this: How much do you embrace customer irrationality? As global Customer Experience Consultants, we have been asking questions like this one for over 15 years.

Sports 77

Sports Manufacturing CX Gaming 77

CX Journey

APRIL 9, 2015

Image courtesy of afagen Are your customers raving fans or fairweather fans? Given that it''s the start of the baseball season, it was timely (albeit, intentionally so) that I received details about Brand Keys '' 23rd annual Sports Fan Loyalty survey results a few days ago. Fairweather fans. Oprah Winfrey.

Sports 64

Sports Gaming Entertainment Customer Retention 64

PeopleMetrics

JANUARY 29, 2014

At every level of sports, there are coaches. What isn’t debatable is the value of coaching in customer interactions. According to Matthew Dixon and Nick Toman, co-authors of the recent book The Effortless Experience: Conquering the New Battleground for Customer Loyalty , coaching results in significantly higher performance.

VOC 96

VOC Sports Voice of the Customer Case Management 96

Aquire

JANUARY 27, 2022

Improving customer satisfaction is a primary focus for many companies. It can have a litany of positive effects for your business: everything from reduced customer churn and better customer loyalty, through to increased word-of-mouth marketing. And that’s going to have a direct bearing on customer customer satisfaction.

Customer Satisfaction 52

Customer Satisfaction Social Media Omnichannel Net Promoter Score 52

CX Journey

MARCH 5, 2019

I've written about raving fans before, starting with this post about the customer experience lifecycle , in which the ultimate experience yields raving fans. Customer Experience: Marketing without Marketing Why Bother Giving Great Service? Sport Club Recife wanted to use its power to do more, to do good.

Sports 34

Sports Gaming Start-ups Innovation 34

CX Journey

MARCH 5, 2019

I've written about raving fans before, starting with this post about the customer experience lifecycle , in which the ultimate experience yields raving fans. Customer Experience: Marketing without Marketing Why Bother Giving Great Service? Sport Club Recife wanted to use its power to do more, to do good.

Sports 32

Sports Gaming Start-ups Innovation 32

1 to 1

DECEMBER 14, 2020

This is true as true in sales as is it in sports – probably more so. Timothy Blank, a vice president at TTEC, recently spoke with Customer Strategist Journal Editor-in-Chief Elizabeth Glagowski about the crucial role practice plays in a sales team’s success. Value your customers. But what’s the best way to develop diehard fans?

Sales 26

Sales Gaming Sports Touchpoint 26

1 to 1

MAY 5, 2013

Welcome to 1to1 Media — a multimedia resource for CRM and Customer Experience Professionals. Customer Strategy Trends. Customer Champions. Customer Experience. Customer Loyalty. Customer Service. Customer Experience. Customer Loyalty. Customer Service.

Entertainment 42

Entertainment Sports Social Media CRM 42

Beyond Philosophy

OCTOBER 3, 2014

In doing so, the Royal Yacht Britannia team has thought through every aspect of the visit to create an excellent Customer Experience. Downie explained that this was the result of recognising that Customer Service is only the final action in what has to be a much more strategic focus on the whole Customer Experience. “If

Sports 68

Sports Social Media Customer Loyalty Customer Experience 68